We are:
Wizeline, a global AI-native technology solutions provider, develops cutting-edge, AI-powered digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of growth, collaboration, and
impact.
With the right people and the right ideas, there’s no limit to what we can achieve.
Are you a fit?
We are looking for a Helpdesk Tier 1 Support Analyst to provide first-level IT support and deliver an excellent user experience. This role is ideal for someone who enjoys problem-solving, working with users, and collaborating with distributed teams in a fast-paced environment. This opportunity is on-site in Bogota
Key Responsibilities:
- Provide Level 1 IT support for end users via ticketing systems and communication tools
- Troubleshoot and resolve common issues related to:
- Email and calendar
- Printers and basic network connectivity
- Application access requests
- Device performance and login issues
- Manage user accounts in Active Directory (password resets, account unlocking)
- Use ticketing systems to document, track, and resolve incidents following SOPs
- Escalate issues to Tier 2 support when appropriate
- Ensure clear, empathetic, and professional communication with users
- Collaborate effectively with cross-functional and distributed team
Must-have skills:
Sounds awesome, right? Now, let’s make sure you’re a good fit for the role.
- English proficiency B2 or higher (spoken and written)
- Strong customer service mindset with empathy and clarity in user interactions
- Logical problem-solving skills and ability to work under pressure
- Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Basic knowledge of Active Directory concepts
- Experience or exposure to Remote Monitoring and Management (RMM) tools
- Experience with ticketing systems such as Jira, Zendesk, or Freshdesk
- Basic troubleshooting experience with Windows and/or macOS
- Ability to follow documented procedures and internal guidelines accurately
- Strong organizational skills and ability to prioritize tasks
Nice to Have:
- AI Tooling Proficiency: Leverage one or more AI tools to optimize and augment day-to-day work, including drafting, analysis, research, or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows.
What we offer:
- A High-Impact Environment
- Commitment to Professional Development
- Flexible and Collaborative Culture
- Global Opportunities
- Vibrant Community
- Total Rewards
*Specific benefits are determined by the employment type and location.
